Service Driven

National Flatbed Solutions… Service Driven

We started National Flatbed Solutions to be a more service-based logistics company. All too often, we ran into situations where the phone was not picked up to inform us that a driver was running late or there was a problem with securing a load. Our goal at NFS is to keep you informed and problems at a minimum. We want you to know where your product is and exactly when it will be delivered. We want our customers to feel 100% satisfied with their experience after they place an order. We feel that positive outcomes and good service keep customers coming back. There is never a good time to deliver unsettling news in the logistics world. However, the earlier you can bring a problem to light, the faster you can come up with a solution.

CONSISTENT UPDATES

Most customers want to know... Was the load picked up? Was it delivered? It seems like a straightforward answer, but our aim is to be ahead of the question. All shippers are different, so we relay ‘shipping hours’ to the carrier and make sure to have an ETA for the driver. Following up on that ETA and relaying a confirmed time to the customer is the goal. The same situation applies to delivery. The ideal transaction allows for (4) updates – one for the ETA, another for arrival at the shipper, one for loaded and on the move with ETA to receiver and lastly one to report an on-time delivery! 

DELAYS – WHAT HAPPENED?

“What happened? “ Is a question we never want to ask; however, this is logistics. Open lines of communication between us, the carrier and the customer are crucial. We recognize that our customers time is important, and they rely on us to fix the problem/provide the best possible solutions. A favorite quote from a former co-worker was ‘Show me the baby—not the labor pain!’ That is what we want to provide to our customer. 

  1. Late to Pick-Up/Delivery – As mentioned above, all shippers/receivers are different. Some require pick up appointments, some are first-come-first-serve. Some take a long time to load/unload, some are quick. All of this depends on them as well as the load. We first try to preemptively alleviate that issue by determining whether your delivery is time-sensitive or not. If it is, we relay that information to the carrier and the best option is chosen based on that information. If a delay still arises, we ensure that we are out in front of it, providing you with real-time information for a precise ETA.

  2. A Breakdown – They are inevitable, whether it be a blown tire or something more serious. We want to let the customer know first, that there is a problem. After that we work on the solution. It might be as simple as roadside assistance and we will provide an updated ETA. It could also be more serious, and the truck must be taken into the shop. That can result in a more delayed ETA, but we always start with the solution of re-powering the load. Regardless of that outcome, we handle the lines of communication with the carrier and provide all the necessary information. 

In the end, logistics is an imperfect science. Delays are inevitable and service failures can happen, unfortunately. However, when we started this business the decision was to emulate those companies and carriers that we trust. To provide a level of customer service that we could be proud of, that was different from most. Our mission statement became extremely clear, we needed to deliver customer service unparalleled in supply-chain management, thinking first and foremost about the customer’s needs and goals, then acting in accordance.